1. Roundtable - Brussels 28 Nov. 2001 Gudrun Pallierer www.ams.or.at

2. Role of e-business in the labour market  AMS as hub of information and communication in the labour market  The Internet as the main distribution channel of AMS self-service offers  Development of portals (information) into real market places where transactions are carried out

3. Channels  Traditional access: direct contact in AMS offices - stationary distribution  Phone access: call centres  Virtual access: Internet  Public terminals

4. Workflow of service areas Information area  General information  self-service terminals  web-PCs  brochures, leaflets, etc.  Job placement & unemployment insurance approx. 40% below 10%  Intensive counselling  customers with special needs Service areaCounselling area approx. 50% Web services

5. Why rely on the Internet?  The AMS offer is becoming more varied and more differentiated  Support for the persons who take own initiatives  Acquisition of new customer groups  Saves the customers expenses, time, energy and stress  AMS-counsellors have more time for intensive counselling and for new tasks (e.g. customer loyalty, career counselling, tailor-made skills training offers)

6. Use of the Internet in Austria  More than 3 million Austrians have access to the Internet - 850,000 new Internet users in 2000 (+40%)  Doubling of home accesses (+108%) - 33% or 2.2 million people have access to the Web at home  2.7 million Austrians use the Internet - more than 2 millions are intensive users (+68%)  Near-total penetration among young people (14-19-year-olds: 85% use the Internet) Source: Austrian Internet Monitor

7. eBusiness - examples  B2B - job-room, special access features for HR managers and private employment agencies  B2C - job-room, coaching for job interviews and applications, database on training offers, course offers, information on occupations  B2A - co-operation with Austrian federal ministries, the Federal Computing Centre (BRZ), etc.  A2C - requesting health insurance certificates, form centre, etc.

8. www.ams.or.at

9. Page views of users in mio. 21.5 25.8 29.8 28.1 29.7 27 28.1 25 30.5 31.7 9.1 9.2 9.9 9.1 9.3 9.7 8.1 11.9 12.2 10.2 JanFebMarAprMayJuneJulyAugSepOct Pages Hits Austrian population: 8.1 mio.

10. eJob-Room

11. Statistics e-Job-Room  Job seekers 25,000 registered job seekers 110,000 Internet ads  Employers 2,700 registered employers 25,000 vacancies from the AMS database

12. User feedback  Questionnaire job seekers (May 2001, n=2,800)  the information obtained was good or very good: 77%  would you recommend the job-hunt on the Internet to other people: 95% yes  female:male: 50:50  Questionnaire employers (May 2001, n=260)  the information obtained was good or very good: 70%  would you recommend the job-hunt on the Internet to other people: 89% yes

13. www.bewerbungscoach.at

14. www.beruf4U.at

15. the Form Centre

16. the Download Centre

17. Presence on the Internet Information of public interestInformation of public interest Contact informationContact information Interaction Search functions, downloading of formsSearch functions, downloading of forms e-mail contact Transactions e.g. job- matching integrated in AMS processese.g. job- matching integrated in AMS processes Transformation Holistic integration of customers and partners in the AMS process chainHolistic integration of customers and partners in the AMS process chain E-business at the AMS Four-phase model

18. Strategic questions  Which methods are being developed for the performance measurement of e-employment services?  What can the World Wide Web contribute to integrate customer groups with special needs?  In which way are e-employment services introduced at regional level and how do they influence the organisational structure, the organisational culture, and the service offer of the regional PES offices?  What is the potential of e-employment services as tools to meet skills shortages?